7.1.

DATA ANALYSIS AND INTERPRETATION:

1. GENDER BASIS ANALYSIS

DATA ANALYSIS IN RESPECT OF RESPONDENTS

90
78
80
72
70

60

50

40 36
30 28

20

10 8
6
0
RESPONDENTS NON-RESPONDENTS TOTAL-RESPONDENTS

MALE FEMALE

PARTICULA RESPONDEN NON- TOTAL-

RS TS RESPONDENTS RESPONDENTS

MALE 72 6 78

FEMALE 28 8 36

TOTAL 100 14 114

INTERPRETATION:
Data collected from 114 respondents, out of 100 respondents perform online banking
and this is represented by a column chart with male and female basis analysis. It is
good for the banks as most of the respondents are aware of the internet banking and
all the services have enjoyed them being offered by banks.
2. AGE BASIS ANALYSIS:

AGE GROUP ANALYSIS

BELOW 20 20-35 35-50 ABOVE 50

AGE FREQUEN PERCENTA CUMULATIVE

GROUP CY GE FREQUENCY

BELOW 20 34 30% 34

20-35 44 38% 78

35-50 24 21% 102

ABOVE 50 12 11% 114

INTERPRETATION:
Out of 114 respondents 34 respondents are in below 20 age group, 44 respondents in 20-
35 age group, 24 respondents in 35-50 age group and 12 respondents in above 50
age group. This shows with the help of a Pie-Chart.
3. OCCUPATION BASIS ANALYSIS:

OCCUPATION BASE ANALYSIS

15
31

47
21

OCCUPATI FREQUEN CUMULATIVE PERCENTA

ON CY FREQUENCY GE
STUDENT 31 31 27%

SELF- 21 52 18.00%
EMPLOYED
EMPLOYEE 47 99 41.00%

OTHERS 15 114 14.00%

INTERPRETATION:
Among 114 respondents 27% are students, 18% are self-employed, 41% are
employees and 14% are others.
 4. INCOME BASIS ANALYSIS:

MONTHLY INCOME
35
32
30

25
22
21
20
17
15 14

10
8
5

0
0-10000 10000-20000 20000-30000 30000-40000 40000-50000 ABOVE 50000

MONTHLY FREQUEN CUMULATIVE PERCENTA

INCOME CY FREQUENCY GE
0-10000 32 32 28%

10000-20000 21 53 18%

20000-30000 17 70 15%

30000-40000 14 84 12%

40000-50000 8 92 7%

ABOVE 50000 22 114 20%

INTERPRETATION:
Among 114 respondents 28% belong to Rs.0-10000 income group, 18% belong to
Rs.10000-20000 income group, 15% belong to Rs.20000-30000 income group, 12%
belong to Rs.30000-40000 income group, 7% belong to Rs.40000-50000 and 20%
belong to above Rs.50000 group.
 5. EDUCATIONAL PROFILE:

EDUCATIONAL QUALIFICATION
19
OTHERS

11
POST-GRADUATE

20
GRADUATE

HIGHER SECONDARY
38

MADHYAMIK 26

0 5 10 15 20 25 30 35 40

EDUCATIONAL FREQUEN PERCENTA CUMULATIVE

QUALIFICATION CY GE FREQUENCY
MADHYAMIK 26 23% 26

HIGHER SECONDARY 38 33% 64

GRADUATE 20 18% 84

POST-GRADUATE 11 9% 95

OTHERS 19 17% 114

INTERPRETATION:
Among 114 respondents 23% are madhyamik pass, 33% are HS pass, 18% are
graduate, 9% are Post-Graduate and 17% are others.
 6. HOW OFTEN DO YOU USE INTERNET PER WEEK?

INTERNET USE RATE PER WEEK

5 9

28

72

ONE HOUR TWO HOURS THREE HOURS MORE THAN THREE HOURS

INTERNET USE RATE FREQUEN PERCENTA CUMULATIVE

CY GE FREQUENCY
ONE HOUR 5 4% 5

TWO HOURS 9 8% 14

THREE HOURS 28 25% 42

MORE THAN THREE 72 63% 114

HOURS

INTERPRETATION:
Among 114 respondents 63% use internet more than three hours per week, 25% use
internet three hours per week, 8% use internet two hours per week and 4% use
internet one hour in a week.
7. IN WHICH BANK DO YOU HAVE AN ACCOUNT?

PREFERABLE BANKS
30
27

25
21
20

15
13
12
10 10
9
8
6
5 5
3
0

SBI AXIS ICICI UCO HDFC UBI BOI PNB STANDARD CHARTERED OTHERS

NAME OF BANKS FREQUEN PERCENTA CUMULATIVE

CY GE FREQUENCY
SBI 27 24% 27
AXIS 21 18% 48
ICICI 13 11% 61
UCO 12 10% 73
HDFC 8 7% 81
UBI 9 8% 90
BOI 6 6% 96
PNB 5 5% 101
STANDARD 3 2% 104
CHARTERED
OTHERS 10 9% 114

INTERPRETATION:
Among 114 respondents, 27 respondents have SBI bank a/c, 21 have AXIS bank a/c, 13
have ICICI bank a/c, 12 have UCO bank a/c, 8 have HDFC bank a/c, 9 have UBI bank
a/c, 6 have BOI bank a/c, 5 have PNB bank a/c, 3 have STANDARED CHARTERED
bank a/c and 10 have others bank a/c.
8. DO YOU AVAIL OF BANKING FACILITIES ONLINE?

ONLINE & OFFLINE BANKING USERS

OFFLINE BANKING
USERS
12%

ONLINE BANKING
USERS
88%

PARTICULARS FREQUEN PERCENTA CUMULATIVE

CY GE FREQUENCY

ONLINE BANKING 100 88.00% 100

USERS

OFFLINE BANKING 14 12.00% 114

USERS

INTERPRETATION:
Most of the respondents prefer online banking services. About 88% respondents
support online banking services and only 12% respondents support offline banking
services.
9. IS YOUR BANK OPERATED UNDER CORE-BANKING FACILITY?

POLL FOR CORE BANKING SOLUTION

YES, 91
100

90

80

70

60

50

40

30

20 CAN'T SAY, 9
NO, 0
10

CORE BANKING FREQUEN PERCENTA CUMULATIVE

FACILITY CY GE FREQUENCY
YES 91 91% 91

NO 0 0% 91

CAN'T SAY 9 9% 100

INTERPRETATION:
Among 100 respondents 91% say that their bank run under core banking system but only
9% have no clear concept about this and they choose “CAN’T SAY” option.
10. HOW FREQUENTLY DO YOU USE ONLINE BANKING SERVICES?

USE OF ONLINE BANKING

NEVER 0

YEARLY 13

OCCASIONALLY 11

MONTHLY 41

WEEKLY
21

DAILY
14
0 5 10 15 20 25 30 35 40 45

USE OF ONLINE FREQUEN PERCENTA CUMULATIVE

BANKING CY GE FREQUENCY
DAILY 14 14% 14
WEEKLY 21 21% 35
MONTHLY 41 41% 76
OCCASIONALLY 11 11% 87
YEARLY 13 13% 100
NEVER 0 0% 100

INTERPRETATION:
Most of the people do not need the services of banks regularly. They may transact
with banks on monthly basis, weekly or occasionally. This chart shows the habits of
people in case of use of online banking.
11. HOW MUCH DO YOU SPEND FOR A SINGLE ONLINE TRANSACTION?

MONEY SPEND FOR SINGLE TRANSACTION

ABOVE 20000
10%
10000-20000
10%

0-1000
40%

5000-10000
15%

1000-5000
25%

TRANSACTI
FREQUEN PERCENTA CUMULATIVE
ON CY GE FREQUENCY
AMOUNT
0-1000 40 40% 40
1000-5000 25 25% 65
5000-10000 15 15% 80
10000-20000 10 10% 90
ABOVE 10 10% 100
20000

INTERPRETATION:
Most of the online banking users have a tendency to spend Rs.1000 or below this
amount in a single transaction.
 12. WHY DO YOU AVAIL OF ONLINE BANKING?

BENEFITS SEEN BY CUSTOMERS

40 36
35
30
25
20 16
13 11 12
15 9
10
5 3
0

PURPOSE OF ONLINE FREQUEN PERCENTA CUMULATIVE

BANKING CY GE FREQUENCY
PRIVACY 9 9% 9
24*7 BUSINESS HOURS 36 36% 45

CONVENIENCE 16 16% 61
NOT TO MOVE 13 13% 74
ANYWHERE
EASY TO USE 11 11% 85

SAVING TIMES & SPEED 12 12% 97

HARD TO SAY 3 3% 100

INTERPRETATION:
Most of the respondents felt that the “24*7 BUSINESS HOURS” provided by the
internet banking is the highest motivating factor for an individual to use internet
banking and rest prefer “PRIVACY”,”CONVENIENCE”, “NOT TO MOVE” etc.
 13. RATING OF THE MAIN TRANSACTIONS

RATING OF TRANSACTIONS
90
80
70
60
50
40
30
20
10
0
FUND ATM BANKING ONLINE REQUEST PAY BILLS ONLINE ONLINE
TRANSF BALANC FIXED A SHOPPIN RECHAR
ER E DEPOSIT DEMAND G GE
ENQUIRY DRAFT

EXCELLENT GOOD AVERAGE POOR NOT APPLICABLE

TRANSACTIONS EXCELL GOO AVERA POO NOT

ENT D GE R APPLICABLE
FUND TRANSFER 35 25 15 20 5
ATM BANKING 68 12 10 8 2
BALANCE ENQUIRY 80 10 10 0 0
ONLINE FIXED 10 15 10 25 40
DEPOSIT
REQUEST A DEMAND 30 20 10 40 0
DRAFT
PAY BILLS 71 14 8 7 0
ONLINE SHOPPING 65 20 7 8 0
ONLINE RECHARGE 60 25 15 0 0

INTERPRETATION:
It is interesting to see that most of the respondents give “EXCELLENT” rating to ATM
Banking, Balance Enquiry, Pay Bills, Online-Shopping and Online Recharge.
14. DOES YOUR BANK EDUCATE YOU ABOUT THE ONLINE BANKING
SERVICES BEING OFFERED?

EDUCATING ABOUT INTERNET BANKING

46%
54%

YES NO

EDUCATING NET FREQUEN PERCENTA CUMULATIVE

BANKING CY GE FREQUENCY

YES 46 46% 46

NO 54 54% 100

INTERPRETATION:
Among 100 respondents 46 people said that their bank educated them about the
several online banking services and on the other hand 54 people said that their bank
did not educate them about their net banking services.
15. ARE YOU AWARE OF THE SECURITY THREATS AND FRAUDS IN
ONLINE BANKING AND FAMILIAR WTH THE METHODS OF SECURED
ONLINE TRANSACTIONS?

AWARENESS OF FRAUDS AND SECURED BANKING

YES, 58

60

50

40
NO, 27

30
CAN'T SAY, 15
20

10

AWARENESS OF FREQUEN PERCENTA CUMULATIVE

FRAUDS CY GE FREQUENCY
YES 58 58% 58

NO 27 27% 75

CAN'T SAY 15 15% 100

INTERPRETATION:
It is good to see that most of the users have knowledge about frauds and security issues
of net banking but even with the increasingly knowledge of internet banking some
respondents are unaware the methods taken up by the bank to secure each and every
transaction.
16. DOES YOUR BANK UPGRADE ONLINE SERVICES REGULARLY?

UPGRADATION OF NET BANKING

CAN’T SAY
5%

NO
29%

YES
66%

UPGRADATION
FREQUEN PERCENTA CUMULATIVE
OF ONLINE
CY GE FREQUENCY
SERVICES

YES 66 66% 66

NO 29 29% 95

CAN’T 5 5% 100
SAY

INTERPRETATION:
This is very interesting to see that most of the online banking users think that their
banks upgrade their services regularly. But some people did not think so and some few
did not come to a conclusion.
17. ARE YOU IN THE OPINION THAT YOUR BANK CHARGES
UNNECESSARY FOR ONLINE SERVICES?

RATING FOR BANK CHARGES

60 51

50
37
40

30

20 12

10

0
YES NO CAN'T SAY

VOTE FOR CUMULATI

FREQUEN PERCENTA
UNNECESSARY VE
CY GE
BANK CHARGES FREQUEN
CY
YES 37 37% 37

NO 51 51% 88

CAN'T 12 12% 100

SAY

INTERPRETATION:
37% users think that their banks charge unnecessary for online services. While 51% people
think that their banks don’t do such and 12% people are unable to answer this question.
18. DO YOU THINK ONLINE BANKING IS BETTER SUBSTITUTE OF
TRADITIONAL BANKING SYSTEM?

PREFERENCE OF NET BANKING

8

23

69

YES NO CAN'T SAY

ONLINE
FREQUEN PERCENTA CUMULATIVE
BANKING-
CY GE FREQUENCY
BETTER
SUBSTITUE

YES 69 69% 69
NO 23 23% 92

CAN'T 8 8% 100
SAY

INTERPRETATION:
It was witnessed that most of the respondents preferred using Internet Banking over
there traditional banking system. Thus, Internet Banking has a bright future ahead.
19. WHICH FACTOR DO YOU THINK RESPONSIBLE FOR NON-
ACCESSBILITY OF ONLINE BANKING BY MAJORITY OF PEOPLE IN
YOUR AREA?

REASON OF NON-ACCESSBILITY OF NET BANKING

LACK OF KNOWLEDGE 15

LESS INTERNET CONNECTION 25

LACK OF COMPUTER FACILITY

22

RURAL AREA
8

INADEQUATE ATM SERVICE

12

LACK OF AWARNESS
18

0 5 10 15 20 25 30

CUMULATI
NON-ACCESSBILITY FREQUEN PERCENTA
VE
CY GE
FREQUEN
CY
LACK OF AWARNESS 18 18% 18

INADEQUATE ATM 12 12% 30

SERVICE
RURAL AREA 8 8% 38

LACK OF
22 22% 60
COMPUTER
FACILITY
LESS
25 25% 85
INTERNET
CONNECTI
ON
LACK OF KNOWLEDGE 15 15% 100

INTERPRETATION:
Among 100 respondents 18 choose “LACK OF AWARNESS”, 12 choose
“INADEQUATE ATM SERVICE”, 8 choose “RURAL AREA”, 22 choose “LACK OF
COMPUTER FACILITY”, 25 choose LESS INTERNET CONNECTION” and 15
choose “LACK OF KNOWLEDGE” option.
20. IN YOUR OPINION WHICH ONLINE OPERATION SHOULD BE MODIFIED
PROMPTLY FOR BETTER SERVICES IN FUTURE?

VOTE FOR MODIFICATION OF SERVICES

35 31
30
25
20 18
15 13
11
10 8 7
5
5 3 2 2
0

MODIFICATIO CUMULATI
FREQUEN PERCENTA
N OF VE
CY GE
SERVICES FREQUEN
CY
ATM SERVICE 31 31% 31
ACCOUNTS SERVICE 3 3% 34
FUND TRANSFER 11 11% 45
BILL PAYMENT 13 13% 58
E-TAX PAYMENT 8 8% 66
E-DEPOSIT 2 2% 68
DEMAT SERVICE 7 7% 75
LOANS & CREDIT 2 2% 77
SERVICE
INTERNET
18 18% 95
SECURITY
SERVICE
CUSTOMER
5 5% 100
FEEDBACK
SERVICE

INTERPRETATION:
This chart shows that “ATM SERVICE”, “BILL PAYMENT” and
“INTERNET SECURITY SERVICE” should be modified in near future.
21. RATING OF ONLINE BANKING SERVICES.

VOTE FOR ONLINE BANKING

HARD TO SAY
EXCELLENT
5%
18%

POOR
15%

AVERAGE VERY GOOD

12% 15%

GOOD
35%

CUMULATI
RATING FREQUEN PERCENTA
VE
CY GE
FREQUEN
CY
EXCELLENT 18 18% 18
VERY GOOD 15 15% 33
GOO 35 35% 68
D
AVERAGE 12 12% 80
POO 15 15% 95
R
HARD TO SAY 5 5% 100

INTERPRETATION:
The satisfaction level of people with the online banking services of their banks has a mixed
Review. This may due to multiple reasons. Moreover 35 people choose “GOOD” option.
CHAPTER-8
FINDINGS, RECOMMENDATIONS & CONCLUSIONS
THE MAJOR FINDINGS OF THE PRIMARY SURVEY ARE:
114 people respond to this study. But out of which 100 people claim that they perform
online banking service.
72 respondents use internet more than three hours in a week.
Out of 100 people 72 are male and 28 are female. That’s mean the male have more
knowledge about the transactions and having more knowledge about the services provided
by the banks. Only working ladies and school-college students having knowledge about that
service.
Most of the respondents who lies under below 20-35 are using E-Banking services.
Among 100 respondents’ 68 people are either service holders or business men. Because the
services are more benefited towards this people.
Most of the respondents are either H.S pass or Graduate.
70% respondents who are using this facilities having income lie up to Rs.30000, and the rest
having income between Rs.30000-50000.
It is very interesting to see that 71 people have accounts in SBI, AXIS and ICICI banks. But
SBI BANK has more customers than others.
Among 100 respondents 91 said that their banks run under CORE BANKING SOLUSION
and this is very good for Indian economy.
24*7 BUSINESS HOURS is the main benefit which online banking users have seen
among other options.
Most of the online banking users have a tendency to spend Rs.1000 or below this amount in
a single transaction.
Users got excellent services from ATM BANKING, BALANCE ENQUARY, BILLS PAYMENT,
ONLINE SHOPPING and ONLINE RECHARGE etc. and other services have not excellent
performance like that.
Among 100 respondents 46 people said that their bank educated them about the several
online banking services and on the other hand 54 people said that their bank did not
educate them about their net banking services. So it is very controversial matter.
Most of the users have no requirement for daily or monthly base transactions, they prefer
monthly base transactions.
This study revealed that most of the users claim that they aware of security threats and they
took recommend steps to secure the net banking.
Maximum number of respondents claim that their banks do not charge extra charges for net
banking facilities.
Out of 100 respondents 69 people told that they will continue online banking activities in
future.
Most of the respondents claim that LACK OF AWARENESS, LESS COMPUTER
FACILITIES and LESS INTERNET CONNECTION are the main causes for non-
accessibility of online banking by majority of people in their area.
People also claim that ATM SERVICE, BILL PAYMENT SERVICE and INTERNET
SECURITY SERVICE should be modified in near future. Some people also vote for
CUSTOMER FEEDBACK service.
 Moreover 18 people are highly satisfied with this services and 50 people are satisfied and
remain are not properly satisfied.

CONCLUSION AND LIMITATION:

In a country like India, there is need for providing better and customized services to the customers.
Banks must be concerned about the attitudes of customers with regard to acceptance of internet
banking. The importance of security and privacy for acceptance of internet banking has been noted in
many earlier studies and it was found that people claim that they have knowledge about security
issues but they have no clear idea about all kind frauds. The present study shows that customers are
more reluctant to accept new technologies or methods that might contain little risk. Hence, banks
should design the website to address security and trust issues.

The survey was conducted with 114 people of Uttarpara area. So we can’t say that this is the real
trends of net banking of whole the country.

People are not confident enough to whether to rely completely on online banking. There is hesitancy
in their minds with regards to preference. So they use both the online and offline banking.

At the time of survey when I give questionnaires to people, they very casually fill it without think of
the depth of the study.

Another point is people are not disclose their personal data truly.

Due to shortage of time data can’t be collected form all types of people.

The study was conducted with the help of students, service holders and business men etc.

The study reveals that ATM BANKING, BILL PAYMENT, ONLINE SHOPPING and ONLINE RECHARGE
etc. are performed by so many respondents but it does not reflect that NEFT, RTGS or DMAT
services are not performed by the people.

RECOMMENDATIONS:
We can see the time is changing and we are now accepting technology but there is still a lot of
perceptual blocking which hampers the growth its normal tendency of technology, that why the
growth of internet banking is very primitive in nature.
 Recommendations to banks:
 Banks should obey the RBI norms and provide facilities as per the norms. But this
are not completely followed by the banks. Some of our respondents complained
that their bank do not give feedback of online transaction in proper times. If
customers do not get proper feedback then their interest in online services will be
reduced. So bank should take proper steps to build their feedback services.
 Internet banking facilities must be made available in all banks as well as in all
branches.
 There are some co-operative banks in this area and this type of banks still do not
have core-banking facilities. For this reason this type of bank lose their customers.
So co-operative banks should be covered under core-banking system.
  Link failure is a big problem especially in UCO bank and for this reason the
important business deals have been hampered. So banks should modified their
software immediately.
 Now some banks install automated balance update machine to avoid customer
harassment but all banks should except this system very quickly.
 Banks should develop their services not only in town areas but also in village
areas. Banks should install more and more ATMs in both urban and rural areas.
 There is a another problem I faced at the time of conducting this survey that the
respondents complained that there are so many ATM machines in this locality but
most of the ATMs have normally no cash at all. So bank should extend this service
with regular cash filling.
 Fair dealing with the customers is more preferable. The stuff should be co-
operative, friendly and must be capable to understand the problems of the
customers.
 Banks should give proper training to customers to use net banking.
 Banks should always update their security systems and create a trust in the mind
of customers towards security of their accounts.
 Banks should make their sites more user friendly. Customers should be motivated
to use internet banking facilities more.
 Banks are now using two factor authentication i.e. password and OTP but they
should improve that and using three factor authentication because hackers
sometimes break the two factor authentication system.

 Recommendations to users:
 Use anti-virus and maintain the integrity of your computer by scanning regularly
for computer viruses.
 If using the same computer or mobile for online banking, e-mail and web
browsing, always LOG OFF banking sessions before checking e-mail or web
browsing. computer viruses today are capable of installing themselves through e-
mail links as well as web sites where just passively moving your mouse over an
image could be enough to install a script that grabs your cached online banking
credentials (user ID and password) and allows a criminal to steal money from your
account. Always keep your anti-virus software up-to-date.
 Always use original operating system with original commercial anti-virus
which could be better than crack version or free sample.
 If you are using computer with multiple operating system (e.g., Ubuntu, Dos or
Windows) you must separately install anti-viruses for each O.S.
 Do not respond to e-mails requesting account information, account verification or
banking access credentials such as usernames, passwords, PIN codes and similar
information.
 Do not use e-mail (or e-mail based fax systems like FACsys) to send
sensitive information.
 Install a dedicated, actively managed network firewall to limit the potential for
unauthorised access to your network or computer.
 Consider installing a spyware detection program.
 Clear the browser cache before starting an online banking session to eliminate
copies of web pages that have been stored on the hard disk.
 Verify the secure session (https or not https) in the browser.
 Avoid using automatic login features that save your personal details.
 Create a strong password but that will be easy to remember without writing it
down anywhere.
 Frequently change your password combination for better protection.
 Last but not the least, some of our respondents share that they received a phone
call by which a male or female gave a news that the respondents won lottery
worth 25 lacs or a big amount from either their mobile company or somewhere
else. But the fact is this type of caller want customer’s bank details or ATM card
details to send the huge money and someone were trapped by it and told them
their very confidential information and then the scam happened when customers
want to check the bank balance they see there is no balance at all and this is very
shocking news to them. So do not believe such phone call or e-mail otherwise you
will be cheated.
 CHAPTER-9
BIBLIOGRAPHY
WEBSITES:
 www.google.com
 www.wikipedia.in
 www.slideshare.net
 www.scribed.in
 www.investopedia.com
 www.yahoo.com
 www.sbionline.com
 www.sbi.co.in
 www.linkedin.com
 www.rbi.org.in
 www.rbi.in

BOOKS:

 An Introduction to E-Commerce: - written by Ramit Kumar Roy & Debasri Dey

and published by the Elegant Publications.
 E-Commerce: - written by Prof.(Dr.) Dilip Kumar Chakraborty & Prof.
Debdulal Chatterjee and published by B.B. Kundu Grandsons.
 Introduction to Information Technology & its Business Application: - written by
A.K. Mukhopadhyay & A. Das and published by Kalimata Pustakalaya.